AccountId: 011433970860
ContactId: 93e5a44a-7064-4eaa-9ca4-57db5ceac7a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165449 ms
Total Talk Time (AGENT): 77956 ms
Total Talk Time (CUSTOMER): 38961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/93e5a44a-7064-4eaa-9ca4-57db5ceac7a2_20250113T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from the urgent care and outpatient center in [PII]. Um, I am calling just to get eligibility on a patient, please.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility and not benefit information. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 02300416.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you. So I do show that he is the subscriber on this policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], you may already have this, but once we have received the claim and processed it, we do have a portal that you should be able to check claim status and have access to the explanation of benefits.
[AGENT][NEUTRAL] And that portal website for APL is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Is there a reference number to the call?
[AGENT][NEUTRAL] Sure, you would, yes, you would just use my name along with today's date.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, you are certainly very welcome, [PII], and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.